Customer Service Manager 33 views

Job Summary

Under supervision, assists in coordinating and supervision the activities of a branch; ensures the customers of the branches are properly served and deals with any kind of customer complaints and give solution; assists in the preparation of annual work plan, budget and performance reports; secures the necessary resources required for the efficient operation of the branch; counter signs tickets and vouchers; approves the opening and closing of accounts; assists in promoting team work spirit des corps among staff; evaluates and ensures accessibility of banking documents in the branch in adequate manner

Duties and Responsibilities

• Assists in the coordination and supervision of the activities of assigned branch;
• Prepares and submits the annual work plan, budgetary requirements and performance reports of the branch;
• Organizes the administrative and general services of the branch; ensures that administrative activities are carried out in a manner that protects the best interest of the branch;
• Follows up that required resources for the effective and efficient operation of the branch are secured on time;
• Arranges cash consignment from/to the branch and ensures the branch’s cash holding limit is maintained at all times.
• Authorize TILL when the request initiated by the Senior Customer Service Officer (cash); ensure Till (Petty Cash) is always nil and closed every end of business date.
• Holds dual control keys at the branch’s vault/chubs
• Ascertains the appropriateness of transactions; signs and countersigns tickets and vouchers; approves payments per established procedures and limits set by the bank;
• Follows up, on a daily basis, that all books of accounts are in balance, and that returns and schedules are prepared and submitted to the head office on time;
• Ensures the proper attendance of employees and provision of quality service;
• Arranges inward and outward cash consignments;
• Deals with customer complaints and ensures that there is provision of efficient customer service in the branch at all times;
• Approves the opening and closing of different accounts in accordance with bank’s
  procedures;
• Correspondence with the head office on matters related to branch accounts and with branches on the matters related to settlement of outstanding issues.
• Evaluates work performance of his subordinates;
• Follows up handling of suspense accounts and ensures their proper settlement on time.
• Assists in the promotion of a strong work ethics and spirit des corps among staff;
• Provides overriding codes of entries in excess of authorized limits;
• Performs other related duties as required.

Qualification:

• Bachelor’s degree in Accounting, Management, Economics, or related fields.

Experience:

• Five years of Banking Operations experience. IFB training Certification is advantageous.

Duty station:

• Adama